About this role

First-line engineer to handle malfunction & technical request cases related to production flow, system or infrastructure within stipulated SLA.
Monitors applications and infrastructure alerts and proactively resolves or escalates alerts if deemed necessary.
Troubleshoot cases by reviewing systems or data log files and proactively look for solutions.
Collaborate and work closely with Tier 2 engineers in resolving escalated cases.
Concise in creating, updating, and resolving cases via ServiceNow ticketing system.
Diligently adhere to Operation’s Standard Operating Procedures and Processes while handling cases.
Able to create knowledge articles / OCAP (Out of Control Action Plans) when the need arises.
Coordinate and / or participate in ad-hoc projects.
Able to work on a 24x7 rotating shifts all year round.

Degree in Computer/ Information Technology or equivalent or Diploma with 3-4 year’s work experience.
At least 2 years of working experience in system/network/software troubleshooting.
Knowledge in Windows and Linux system administration, Networking/ Security is an added advantage.
Proficiency in written/verbal English. Mandarin is an added advantage.

Staff Technical Support Engineer

Key skills